NATHALY DONIS

CUSTOMER SERVICE

INDEXPictionary…………………………………………………………..3Claro Guatemala………………………………………………….4Subway at undercover boss…………………………………..58 rules of customer service……………………………………6Word of mouth……………………………………………………7Customer diversity……………………………………………..8The ultimate goal………………………………………………..9The important rules of communication………………….10Nonverbal communication…………………………………..11

PICTIONARY1. Customer relationships: The ways in which your company Communicates and deals with existing customers. • My mom is a good customer, she always choose the best.

2. External customers: People with whom we do business outside the company. • Yesterday he bought a new computer, and he give it to me.

3. Internal customers: People working inside the company.• Salesman has a good customer service.

4. E- commerce: Industry where the buying and selling of Products or service is conducted over internet and Others computer networks.

• We ordered a pizza by internet.

5. Word of mouth: Is the passing of information form person to Person by oral communication.

• They told me that the food of Media Cancha was good, I will go.

Claro Guatemala1. They need more call centers and qualified people.

2. Workers there should be more attentive to customers and not spread their bad attitude because customers get angry and we all ended up fighting to fix a service for which we are paying.

3.Workers should be made charge of their work and not blame the system or his superiors for not being able to solve the problem. The best way to improve the company is to have more staff trained to work and have better coverage everywhere.

4. If they get a query and they don’t know the answer then they should refer us to someone who can answer our question.

1. 5. HELP CUSTOMERS SOLVE THEIR PROBLEMS.

Subway at undercover Boss

It is a fast food restaurant that sold sandwiches and salads.

It was founded in 1695 in United States. The founders are Fred de Luca

and Lucas Bluck. It has 40.000 restaurants in 102 countries.

The majority of the food it is of diet and green food. Don Fertman, the Chief Development

Officer for Subway restaurant goes undercover

because His objective was to analyze the customer service at each of the

restaurants around the United States.

8 rules for customer service

Good customer service is the life of any business.

The essence of good customers service is forming relationship

with customers and make them to return.

1. Answer your phone.2. Don’t make promises unless you will

keep them .3. Listen to your customers.4. Be helpful- even if there’s not profit.5. Train your staff.6. Take an extra step.7. Throw in something extra .8. Deal with complains.

Word of mouth

Word of mouth make customers stay. It’s better to continue with the first customer than the news.

The typical company will lose 10 to 30 percent of its customers per year for its service.

25 % Television advertising15% Newspaper or magazine ads.63% Advice or recommendation.

The cost of lost a customer

1 person

Tells other 11 person5 more 55 peopletotal 67 people

CustomerdiversityThe therm diversity in customer service mean that the customersWill come from diverse background.

Professionalism in customer service requires a giving sense of

fairness and good will. •Age issues•Globalization- customer loyalty• work- life balance

the ultimateGOALCreate customers loyalty • Key elements

•What customers make your loyal

•How can loyalty be measured

Not customers loyalty• Customer satisfaction•Large marker share•Repeat buying

The important rules of communication

Anything can and will communicate and the receiver of the message determinates

what it means.

Nonverbal communicationDifferences across the cultures

• One way convey behaviors to others.•People consider nonverbal cues even more carefully.•When the words we use are unclear, ambiguos or of different language.

Different cultures assign

different meanings.